By the end of this training course, participants will be able to:

• Understand the customer experience framework
• Develop strategic approach for implementing CX
• Gain the knowledge of customer journeys
• Learn how to employ and motivate a CX team
• Learn how to create a customer focused culture

CONTENT

Essentials of Customer Experience Management (CXM)

• The five steps of CXM framework
• The roles and responsibilities of a customer-focused manager
• Adapting new technologies to maximize impact on CX
• Essentials of profitable customer experience
• Facets of customer experience
• The seven core elements of great CX

Developing Customer Experience Strategy for Business

• Ten principals behind great customer experience
• Creating your value proposition
• Conducting customer research for benchmarking
• Evolving and transforming CX
• Practical steps for implementing CX innovation
• Case study: The Lego Group

Designing and Measuring Customer Experience

• Understanding clients’ needs and expectations
• Designing customer experiences: custom loyalty matrix
• Mapping the customer journey
• Understanding emotions in customer experience
• Key customer metrics and effective measuring
• Case study: The Apple customer experience

Hiring Top Customer Service Personnel

• Using BEST approach for hiring CX team
• Building CX Knowledge in the workforce
• Managing your CX Team
• Recognizing and rewarding performance
• Equipping and supporting teams for success
• Case Study: Cemex

Creating Customer-Focused Organisation

• The role and responsibility of customer-focused organization
• Organizational requirements for SXM
• Creating customer-focused corporate culture
• Customer experience vs. employee Experience
• Best Practices - Xerox’ Five Pillars of customer-focused strategy
• Action plan

FOR WHOM:

Marketing & Sales Personnel

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

This course is available in the following locations:
Nigeria - $5000
Rwanda - $7000
UK - $8000
USA - $8000